gochat/backend/internal/service/captain_assistant_service.go

package service

import (
	"context"
	"encoding/json"
	"errors"
	"fmt"
	"math"
	"net/url"
	"strconv"
	"strings"
	"time"

	"github.com/gochat/gochat/internal/llm"
	"github.com/gochat/gochat/internal/model"
	"github.com/gochat/gochat/internal/repository"
	applogger "github.com/gochat/gochat/pkg/logger"
	"github.com/pgvector/pgvector-go"
	"github.com/redis/go-redis/v9"
	"gorm.io/gorm"
	"gorm.io/gorm/clause"
)

// CaptainAssistantService implements business logic for CaptainAssistant operations.
// Reference: Chatwoot enterprise/app/controllers/api/v1/captain/assistants_controller.rb
type CaptainAssistantService struct {
	assistantRepo *repository.CaptainAssistantRepo
	inboxRepo     *repository.CaptainInboxRepo
	documentRepo  *repository.CaptainDocumentRepo
	responseRepo  ResponseRepoIface
	llmProvider   llm.Provider
	cache         *redis.Client
	promptBuilder *SystemPromptBuilder
	toolExecSvc   *ToolExecutionService
}

var (
	ErrCaptainAssistantDisabled  = errors.New("Captain assistant is disabled")
	ErrCaptainKnowledgeRetrieval = errors.New("Captain knowledge retrieval failed")
)

// NewCaptainAssistantService creates a new CaptainAssistantService.
func NewCaptainAssistantService(
	assistantRepo *repository.CaptainAssistantRepo,
	inboxRepo *repository.CaptainInboxRepo,
	documentRepo *repository.CaptainDocumentRepo,
	responseRepo *repository.CaptainAssistantResponseRepo,
	llmProvider llm.Provider,
	cache ...*redis.Client,
) *CaptainAssistantService {
	svc := &CaptainAssistantService{
		assistantRepo: assistantRepo,
		inboxRepo:     inboxRepo,
		documentRepo:  documentRepo,
		llmProvider:   llmProvider,
		promptBuilder: NewSystemPromptBuilder(),
	}
	if responseRepo != nil {
		svc.responseRepo = responseRepo
	}
	if len(cache) > 0 {
		svc.cache = cache[0]
	}
	return svc
}

func (s *CaptainAssistantService) SetToolExecutionService(toolExecSvc *ToolExecutionService) {
	s.toolExecSvc = toolExecSvc
}

// --- Request DTOs ---

// CreateAssistantRequest is the DTO for creating an assistant.
type CreateAssistantRequest struct {
	Name               string          `json:"name" validate:"required,min=2"`
	Description        string          `json:"description"`
	Config             json.RawMessage `json:"config"`
	Guardrails         json.RawMessage `json:"guardrails"`
	ResponseGuidelines json.RawMessage `json:"response_guidelines"`
}

// UpdateAssistantRequest is the DTO for updating an assistant.
type UpdateAssistantRequest struct {
	Name               string          `json:"name"`
	Description        string          `json:"description"`
	Config             json.RawMessage `json:"config"`
	Guardrails         json.RawMessage `json:"guardrails"`
	ResponseGuidelines json.RawMessage `json:"response_guidelines"`
	Status             string          `json:"status"`
}

type PlaygroundMessage struct {
	Role      string `json:"role"`
	Content   string `json:"content"`
	AgentName string `json:"agent_name,omitempty"`
}

type PlaygroundRequest struct {
	MessageContent string              `json:"message_content"`
	MessageHistory []PlaygroundMessage `json:"message_history"`
}

type CaptainMetricValue struct {
	Current  float64 `json:"current"`
	Previous float64 `json:"previous"`
	Trend    float64 `json:"trend"`
}

type CaptainKnowledgeStats struct {
	Approved  int64   `json:"approved"`
	Pending   int64   `json:"pending"`
	Documents int64   `json:"documents"`
	Coverage  float64 `json:"coverage"`
}

type CaptainAssistantStats struct {
	ConversationsHandled CaptainMetricValue    `json:"conversations_handled"`
	AutoResolutionRate   CaptainMetricValue    `json:"auto_resolution_rate"`
	HandoffRate          CaptainMetricValue    `json:"handoff_rate"`
	HoursSaved           CaptainMetricValue    `json:"hours_saved"`
	ReopenRate           CaptainMetricValue    `json:"reopen_rate"`
	ConversationDepth    CaptainMetricValue    `json:"conversation_depth"`
	Knowledge            CaptainKnowledgeStats `json:"knowledge"`
}

type CaptainDrilldownParams struct {
	Metric         string
	Range          string
	TimezoneOffset float64
	Page           int
	PerPage        int
}

type CaptainDrilldownResult struct {
	Meta    map[string]any   `json:"meta"`
	Payload []map[string]any `json:"payload"`
}

var captainReportReasons = map[string]bool{
	"incorrect_information": true, "inappropriate_response": true, "incomplete_response": true,
	"outdated_information": true, "other": true,
}

var captainResolvedEvents = []string{"conversation_captain_inference_resolved", "conversation_bot_resolved"}
var captainHandoffEvents = []string{"conversation_captain_inference_handoff", "conversation_bot_handoff"}

// --- CRUD Operations ---

// Create creates a new CaptainAssistant.
func (s *CaptainAssistantService) Create(ctx context.Context, accountID uint, req *CreateAssistantRequest) (*model.CaptainAssistant, error) {
	if req.Name == "" {
		return nil, fmt.Errorf("name is required")
	}
	if req.Description == "" {
		return nil, fmt.Errorf("description is required")
	}
	config := req.Config
	if len(config) == 0 || string(config) == "null" {
		defaultCfg := model.DefaultAssistantConfig()
		data, err := json.Marshal(defaultCfg)
		if err != nil {
			return nil, fmt.Errorf("marshal default config: %w", err)
		}
		config = data
	}

	assistant := &model.CaptainAssistant{
		AccountID:          accountID,
		Name:               req.Name,
		Description:        req.Description,
		Config:             config,
		Guardrails:         req.Guardrails,
		ResponseGuidelines: req.ResponseGuidelines,
		Status:             model.AssistantStatusActive,
	}

	if err := s.assistantRepo.Create(ctx, assistant); err != nil {
		applogger.L().Errorf("Create captain assistant: %v", err)
		return nil, fmt.Errorf("create assistant: %w", err)
	}
	return assistant, nil
}

// Get retrieves an assistant by ID scoped to an account.
func (s *CaptainAssistantService) Get(ctx context.Context, accountID, id uint) (*model.CaptainAssistant, error) {
	assistant, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, id)
	if err != nil {
		applogger.L().Errorf("Get captain assistant: %v", err)
		return nil, fmt.Errorf("get assistant: %w", err)
	}
	return assistant, nil
}

// Update updates an existing assistant scoped to an account.
func (s *CaptainAssistantService) Update(ctx context.Context, accountID, id uint, req *UpdateAssistantRequest) (*model.CaptainAssistant, error) {
	assistant, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, id)
	if err != nil {
		return nil, fmt.Errorf("assistant not found: %w", err)
	}

	if req.Name != "" {
		assistant.Name = req.Name
	}
	if req.Description != "" {
		assistant.Description = req.Description
	}
	if len(req.Config) > 0 && string(req.Config) != "null" {
		assistant.Config = req.Config
	}
	if len(req.Guardrails) > 0 && string(req.Guardrails) != "null" {
		assistant.Guardrails = req.Guardrails
	}
	if len(req.ResponseGuidelines) > 0 && string(req.ResponseGuidelines) != "null" {
		assistant.ResponseGuidelines = req.ResponseGuidelines
	}
	if req.Status != "" {
		assistant.Status = model.AssistantStatus(req.Status)
	}

	if err := s.assistantRepo.Update(ctx, assistant); err != nil {
		applogger.L().Errorf("Update captain assistant: %v", err)
		return nil, fmt.Errorf("update assistant: %w", err)
	}
	return assistant, nil
}

// Delete deletes an assistant by ID scoped to an account.
func (s *CaptainAssistantService) Delete(ctx context.Context, accountID, id uint) error {
	if _, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, id); err != nil {
		return fmt.Errorf("assistant not found: %w", err)
	}
	if err := s.assistantRepo.Delete(ctx, id); err != nil {
		applogger.L().Errorf("Delete captain assistant: %v", err)
		return fmt.Errorf("delete assistant: %w", err)
	}
	return nil
}

// List retrieves assistants for an account with pagination.
func (s *CaptainAssistantService) List(ctx context.Context, accountID uint, offset, limit int) ([]model.CaptainAssistant, int64, error) {
	assistants, count, err := s.assistantRepo.ListByAccount(ctx, accountID, offset, limit)
	if err != nil {
		applogger.L().Errorf("List captain assistants: %v", err)
		return nil, 0, fmt.Errorf("list assistants: %w", err)
	}
	return assistants, count, nil
}

func (s *CaptainAssistantService) Stats(ctx context.Context, accountID, assistantID uint, rangeValue string, timezoneOffset float64) (*CaptainAssistantStats, error) {
	if _, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, assistantID); err != nil {
		return nil, err
	}
	currentStart, currentEnd, previousStart, previousEnd := captainStatsWindows(rangeValue, timezoneOffset, time.Now())
	current, err := s.captainWindowMetrics(ctx, accountID, assistantID, currentStart, currentEnd)
	if err != nil {
		return nil, err
	}
	previous, err := s.captainWindowMetrics(ctx, accountID, assistantID, previousStart, previousEnd)
	if err != nil {
		return nil, err
	}
	knowledge, err := s.captainKnowledgeStats(ctx, assistantID)
	if err != nil {
		return nil, err
	}
	return &CaptainAssistantStats{
		ConversationsHandled: captainPack(current.handled, previous.handled, true),
		AutoResolutionRate:   captainPack(current.autoResolutionRate, previous.autoResolutionRate, false),
		HandoffRate:          captainPack(current.handoffRate, previous.handoffRate, false),
		HoursSaved:           captainPack(current.hoursSaved, previous.hoursSaved, true),
		ReopenRate:           captainPack(current.reopenRate, previous.reopenRate, false),
		ConversationDepth:    captainPack(current.depth, previous.depth, false),
		Knowledge:            knowledge,
	}, nil
}

func (s *CaptainAssistantService) Summary(ctx context.Context, accountID, assistantID, userID uint, rangeValue string, timezoneOffset float64) (string, error) {
	cacheKey := fmt.Sprintf("captain_overview_summary/%d/%d/%s/%s", assistantID, userID, rangeValue, time.Now().Format("2006-01-02"))
	if s.cache != nil {
		if cached, err := s.cache.Get(ctx, cacheKey).Result(); err == nil {
			return cached, nil
		}
	}
	if s.llmProvider == nil {
		return "", fmt.Errorf("Captain summary is unavailable")
	}
	stats, err := s.Stats(ctx, accountID, assistantID, rangeValue, timezoneOffset)
	if err != nil {
		return "", err
	}
	var user model.User
	_ = s.assistantRepo.DB().WithContext(ctx).First(&user, userID).Error
	firstName := ""
	if names := strings.Fields(user.Name); len(names) > 0 {
		firstName = names[0]
	}
	statsJSON, _ := json.Marshal(stats)
	response, err := s.llmProvider.ChatCompletion(llm.WithAccountFeature(ctx, accountID, "assistant"), llm.ChatRequest{
		Messages: []llm.ChatMessage{
			{Role: "system", Content: "Summarize these Captain support metrics in one concise, useful paragraph. Address the user by first name when available. Return only the summary."},
			{Role: "user", Content: fmt.Sprintf("User: %s\nPeriod: %s\nMetrics: %s", firstName, rangeValue, statsJSON)},
		},
		Temperature: 0.3,
		MaxTokens:   300,
	})
	if err != nil {
		return "", err
	}
	if response == nil || len(response.Choices) == 0 || strings.TrimSpace(response.Choices[0].Message.Content) == "" {
		return "", fmt.Errorf("Captain summary is unavailable")
	}
	message := strings.TrimSpace(response.Choices[0].Message.Content)
	if s.cache != nil {
		_ = s.cache.Set(ctx, cacheKey, message, time.Hour).Err()
	}
	return message, nil
}

type captainWindowMetricValues struct {
	handled, autoResolutionRate, handoffRate, hoursSaved, reopenRate, depth float64
}

func (s *CaptainAssistantService) captainWindowMetrics(ctx context.Context, accountID, assistantID uint, since, until time.Time) (captainWindowMetricValues, error) {
	db := s.assistantRepo.DB().WithContext(ctx)
	base := db.Model(&model.Message{}).Where("account_id = ? AND sender_id = ? AND sender_type IN ? AND created_at BETWEEN ? AND ?", accountID, assistantID, []string{"Captain::Assistant", "CaptainAssistant", "captain_assistant"}, since, until)
	var handled int64
	if err := base.Distinct("conversation_id").Count(&handled).Error; err != nil {
		return captainWindowMetricValues{}, err
	}
	var publicReplies int64
	if err := base.Where("message_type = ? AND private = ?", "outgoing", false).Count(&publicReplies).Error; err != nil {
		return captainWindowMetricValues{}, err
	}
	var depthConversations int64
	if err := base.Where("message_type = ? AND private = ?", "outgoing", false).Distinct("conversation_id").Count(&depthConversations).Error; err != nil {
		return captainWindowMetricValues{}, err
	}
	var handledIDs []uint
	if err := base.Distinct().Pluck("conversation_id", &handledIDs).Error; err != nil {
		return captainWindowMetricValues{}, err
	}
	resolved, handoffs, reopened := int64(0), int64(0), int64(0)
	if len(handledIDs) > 0 {
		resolvedEvents := s.captainResolvedEventQuery(ctx, accountID, handledIDs, since, until)
		if err := resolvedEvents.Distinct("conversation_id").Count(&resolved).Error; err != nil {
			return captainWindowMetricValues{}, err
		}
		if err := db.Model(&model.ReportingEvent{}).Where("account_id = ? AND conversation_id IN ? AND name IN ? AND created_at BETWEEN ? AND ?", accountID, handledIDs, captainHandoffEvents, since, until).Distinct("conversation_id").Count(&handoffs).Error; err != nil {
			return captainWindowMetricValues{}, err
		}
		resolvedSubquery := resolvedEvents.Select("conversation_id, event_end_time")
		if err := db.Table("reporting_events AS reopens").Joins("INNER JOIN (?) resolves ON resolves.conversation_id = reopens.conversation_id AND reopens.event_end_time >= resolves.event_end_time", resolvedSubquery).
			Where("reopens.account_id = ? AND reopens.name = ? AND reopens.value > 0 AND reopens.event_end_time <= ?", accountID, "conversation_opened", until).
			Distinct("reopens.conversation_id").Count(&reopened).Error; err != nil {
			return captainWindowMetricValues{}, err
		}
	}
	return captainWindowMetricValues{
		handled: float64(handled), autoResolutionRate: captainRate(resolved, handled), handoffRate: captainRate(handoffs, handled),
		hoursSaved: math.Round(float64(publicReplies) * 120 / 3600), reopenRate: captainRate(reopened, resolved),
		depth: captainDivide(publicReplies, depthConversations),
	}, nil
}

func (s *CaptainAssistantService) captainResolvedEventQuery(ctx context.Context, accountID uint, handledIDs []uint, since, until time.Time) *gorm.DB {
	db := s.assistantRepo.DB().WithContext(ctx)
	handoffIDs := db.Model(&model.ReportingEvent{}).Select("conversation_id").Where("account_id = ? AND name IN ? AND created_at BETWEEN ? AND ?", accountID, captainHandoffEvents, since, until)
	return db.Model(&model.ReportingEvent{}).
		Where("account_id = ? AND conversation_id IN ? AND name IN ? AND created_at BETWEEN ? AND ?", accountID, handledIDs, captainResolvedEvents, since, until).
		Where("NOT (name = ? AND conversation_id IN (?))", "conversation_bot_resolved", handoffIDs)
}

func (s *CaptainAssistantService) captainKnowledgeStats(ctx context.Context, assistantID uint) (CaptainKnowledgeStats, error) {
	db := s.assistantRepo.DB().WithContext(ctx)
	var approved, pending, documents int64
	if err := db.Model(&model.CaptainAssistantResponse{}).Where("assistant_id = ? AND status = ?", assistantID, model.ResponseStatusApproved).Count(&approved).Error; err != nil {
		return CaptainKnowledgeStats{}, err
	}
	if err := db.Model(&model.CaptainAssistantResponse{}).Where("assistant_id = ? AND status = ?", assistantID, model.ResponseStatusPending).Count(&pending).Error; err != nil {
		return CaptainKnowledgeStats{}, err
	}
	if err := db.Model(&model.CaptainDocument{}).Where("assistant_id = ?", assistantID).Count(&documents).Error; err != nil {
		return CaptainKnowledgeStats{}, err
	}
	total := approved + pending
	coverage := float64(0)
	if total > 0 {
		coverage = math.Round(float64(approved) / float64(total) * 100)
	}
	return CaptainKnowledgeStats{Approved: approved, Pending: pending, Documents: documents, Coverage: coverage}, nil
}

func (s *CaptainAssistantService) Drilldown(ctx context.Context, accountID, assistantID uint, params CaptainDrilldownParams) (*CaptainDrilldownResult, error) {
	supported := map[string]bool{"conversations_handled": true, "auto_resolution_rate": true, "handoff_rate": true, "reopen_rate": true}
	if !supported[params.Metric] {
		return nil, fmt.Errorf("unsupported metric")
	}
	if _, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, assistantID); err != nil {
		return nil, err
	}
	since, until, _, _ := captainStatsWindows(params.Range, params.TimezoneOffset, time.Now())
	db := s.assistantRepo.DB().WithContext(ctx)
	var handledIDs []uint
	if err := db.Model(&model.Message{}).Where("account_id = ? AND sender_id = ? AND sender_type IN ? AND created_at BETWEEN ? AND ?", accountID, assistantID, []string{"Captain::Assistant", "CaptainAssistant", "captain_assistant"}, since, until).Distinct().Pluck("conversation_id", &handledIDs).Error; err != nil {
		return nil, err
	}
	ids := handledIDs
	if params.Metric != "conversations_handled" {
		var eventIDs []uint
		resolvedEvents := s.captainResolvedEventQuery(ctx, accountID, handledIDs, since, until)
		query := resolvedEvents
		conversationIDColumn := "conversation_id"
		if params.Metric == "handoff_rate" {
			query = db.Model(&model.ReportingEvent{}).Where("account_id = ? AND conversation_id IN ? AND name IN ? AND created_at BETWEEN ? AND ?", accountID, handledIDs, captainHandoffEvents, since, until)
		} else if params.Metric == "reopen_rate" {
			query = db.Table("reporting_events AS reopens").Joins("INNER JOIN (?) resolves ON resolves.conversation_id = reopens.conversation_id AND reopens.event_end_time >= resolves.event_end_time", resolvedEvents.Select("conversation_id, event_end_time")).
				Where("reopens.account_id = ? AND reopens.name = ? AND reopens.value > 0 AND reopens.event_end_time <= ?", accountID, "conversation_opened", until)
			conversationIDColumn = "reopens.conversation_id"
		}
		if err := query.Distinct().Pluck(conversationIDColumn, &eventIDs).Error; err != nil {
			return nil, err
		}
		ids = eventIDs
	}
	params.Page = max(params.Page, 1)
	if params.PerPage <= 0 {
		params.PerPage = 25
	}
	if params.PerPage > 100 {
		params.PerPage = 100
	}
	var total int64
	query := db.Model(&model.Conversation{}).Where("account_id = ? AND id IN ?", accountID, ids)
	if err := query.Count(&total).Error; err != nil {
		return nil, err
	}
	var conversations []model.Conversation
	if err := query.Preload("Contact").Preload("Inbox").Preload("Assignee").Order("created_at DESC").Offset((params.Page - 1) * params.PerPage).Limit(params.PerPage).Find(&conversations).Error; err != nil {
		return nil, err
	}
	payload := make([]map[string]any, 0, len(conversations))
	for i := range conversations {
		payload = append(payload, s.captainConversationDrilldownRecord(ctx, &conversations[i]))
	}
	return &CaptainDrilldownResult{Meta: map[string]any{"metric": params.Metric, "current_page": params.Page, "per_page": params.PerPage, "total_count": total, "conversation_count": total, "range": map[string]any{"since": since.Unix(), "until": until.Unix()}}, Payload: payload}, nil
}

func (s *CaptainAssistantService) captainConversationDrilldownRecord(ctx context.Context, conversation *model.Conversation) map[string]any {
	db := s.assistantRepo.DB().WithContext(ctx)
	var last model.Message
	_ = db.Where("conversation_id = ? AND message_type <> ?", conversation.ID, "activity").Order("created_at DESC, id DESC").First(&last).Error
	var lastPayload any
	if last.ID != 0 {
		lastPayload = map[string]any{"id": last.ID, "content": last.Content, "message_type": last.MessageType, "sender_name": nil, "created_at": last.CreatedAt.Unix()}
	}
	assigneeName := ""
	if conversation.Assignee != nil {
		assigneeName = conversation.Assignee.Name
	}
	return map[string]any{"record_type": "conversation", "conversation": map[string]any{
		"id": conversation.ID, "display_id": conversation.DisplayID, "contact_id": conversation.ContactID, "contact_name": conversation.Contact.Name,
		"inbox_id": conversation.InboxID, "inbox_name": conversation.Inbox.Name, "assignee_id": conversation.AssigneeID, "assignee_name": assigneeName,
		"status": conversation.Status, "created_at": conversation.CreatedAt.Unix(), "last_activity_at": valueOrZero(conversation.LastActivityAt), "last_message": lastPayload,
	}, "message": nil, "metric_value": nil, "occurred_at": conversation.CreatedAt.Unix()}
}

func (s *CaptainAssistantService) CreateMessageReport(ctx context.Context, accountID, userID, messageID uint, reason, description string) (*model.CaptainMessageReport, error) {
	if !captainReportReasons[reason] {
		return nil, fmt.Errorf("invalid report_reason")
	}
	var message model.Message
	if err := s.assistantRepo.DB().WithContext(ctx).Where("account_id = ? AND id = ?", accountID, messageID).First(&message).Error; err != nil {
		return nil, err
	}
	if message.SenderType != "Captain::Assistant" && message.SenderType != "CaptainAssistant" && message.SenderType != "captain_assistant" {
		return nil, fmt.Errorf("Only Captain messages can be reported")
	}
	report := &model.CaptainMessageReport{AccountID: accountID, ConversationID: message.ConversationID, MessageID: message.ID, UserID: userID, ReportReason: reason, Description: description}
	if err := s.assistantRepo.DB().WithContext(ctx).Create(report).Error; err != nil {
		return nil, err
	}
	return report, nil
}

func captainStatsWindows(rangeValue string, timezoneOffset float64, now time.Time) (time.Time, time.Time, time.Time, time.Time) {
	allowed := map[string]bool{"7": true, "30": true, "90": true, "this_month": true, "last_month": true}
	if !allowed[rangeValue] {
		rangeValue = "30"
	}
	loc := time.FixedZone("captain", int(timezoneOffset*3600))
	localNow := now.In(loc)
	if rangeValue == "this_month" || rangeValue == "last_month" {
		start := time.Date(localNow.Year(), localNow.Month(), 1, 0, 0, 0, 0, loc)
		end := localNow
		if rangeValue == "last_month" {
			end = start.Add(-time.Nanosecond)
			start = time.Date(end.Year(), end.Month(), 1, 0, 0, 0, 0, loc)
		}
		previousEnd := start.Add(-time.Nanosecond)
		previousStart := time.Date(previousEnd.Year(), previousEnd.Month(), 1, 0, 0, 0, 0, loc)
		if rangeValue == "this_month" {
			elapsed := end.Sub(start)
			candidate := previousStart.Add(elapsed)
			if candidate.Before(previousEnd) {
				previousEnd = candidate
			}
		}
		return start.UTC(), end.UTC(), previousStart.UTC(), previousEnd.UTC()
	}
	days, _ := strconv.Atoi(rangeValue)
	duration := time.Duration(days) * 24 * time.Hour
	return now.Add(-duration), now, now.Add(-2 * duration), now.Add(-duration)
}

func captainRate(numerator, denominator int64) float64 {
	if denominator == 0 {
		return 0
	}
	return math.Round(float64(numerator)/float64(denominator)*1000) / 10
}
func captainDivide(numerator, denominator int64) float64 {
	if denominator == 0 {
		return 0
	}
	return math.Round(float64(numerator)/float64(denominator)*10) / 10
}
func captainPack(current, previous float64, percent bool) CaptainMetricValue {
	trend := current - previous
	if percent {
		if previous == 0 {
			trend = 0
		} else {
			trend = (current - previous) / previous * 100
		}
	}
	return CaptainMetricValue{Current: current, Previous: previous, Trend: math.Round(trend*10) / 10}
}
func valueOrZero(value *int64) int64 {
	if value == nil {
		return 0
	}
	return *value
}

// --- Config Management ---

// GetConfig reads and parses the assistant's JSONB config.
func (s *CaptainAssistantService) GetConfig(ctx context.Context, id uint) (*model.AssistantConfig, error) {
	assistant, err := s.assistantRepo.GetByID(ctx, id)
	if err != nil {
		return nil, fmt.Errorf("assistant not found: %w", err)
	}
	return assistant.GetConfig()
}

// SetConfig updates the assistant's JSONB config.
func (s *CaptainAssistantService) SetConfig(ctx context.Context, id uint, cfg *model.AssistantConfig) error {
	assistant, err := s.assistantRepo.GetByID(ctx, id)
	if err != nil {
		return fmt.Errorf("assistant not found: %w", err)
	}
	if err := assistant.SetConfig(cfg); err != nil {
		return fmt.Errorf("set config: %w", err)
	}
	if err := s.assistantRepo.Update(ctx, assistant); err != nil {
		applogger.L().Errorf("SetConfig captain assistant: %v", err)
		return fmt.Errorf("update assistant config: %w", err)
	}
	return nil
}

// --- Inbox Association ---

// AssociateInbox binds an assistant to an inbox.
func (s *CaptainAssistantService) AssociateInbox(ctx context.Context, assistantID, inboxID, accountID uint) (*model.Inbox, error) {
	assistant, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, assistantID)
	if err != nil {
		return nil, fmt.Errorf("assistant not found: %w", err)
	}
	inbox, err := s.inboxRepo.FindAccountInbox(ctx, accountID, inboxID)
	if err != nil {
		return nil, fmt.Errorf("inbox not found: %w", err)
	}

	db := s.assistantRepo.DB().WithContext(ctx)
	err = db.Transaction(func(tx *gorm.DB) error {
		ci := &model.CaptainInbox{AssistantID: assistantID, InboxID: inboxID, AccountID: accountID}
		if err := tx.Clauses(clause.OnConflict{
			Columns:     []clause.Column{{Name: "inbox_id"}},
			TargetWhere: clause.Where{Exprs: []clause.Expression{clause.Expr{SQL: "deleted_at IS NULL"}}},
			DoNothing:   true,
		}).Create(ci).Error; err != nil {
			return err
		}
		var persisted model.CaptainInbox
		if err := tx.Where("inbox_id = ?", inboxID).First(&persisted).Error; err != nil {
			return err
		}
		if persisted.AssistantID != assistantID {
			return errors.New("inbox is already associated with another assistant")
		}

		_, err := ensureCaptainAgentBotBinding(ctx, tx, assistant, inboxID)
		return err
	})
	if err != nil {
		applogger.L().Errorf("AssociateInbox: %v", err)
		return nil, fmt.Errorf("associate inbox: %w", err)
	}
	return inbox, nil
}

// DissociateInbox unbinds an assistant from an inbox.
func (s *CaptainAssistantService) DissociateInbox(ctx context.Context, accountID, assistantID, inboxID uint) error {
	if _, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, assistantID); err != nil {
		return fmt.Errorf("assistant not found: %w", err)
	}
	if ci, err := s.inboxRepo.FindByAssistantAndInbox(ctx, assistantID, inboxID); err != nil {
		return fmt.Errorf("captain inbox not found: %w", err)
	} else if ci.AccountID != accountID {
		return fmt.Errorf("captain inbox not found")
	}
	db := s.assistantRepo.DB().WithContext(ctx)
	if err := db.Transaction(func(tx *gorm.DB) error {
		if err := tx.Where("account_id = ? AND captain_assistant_id = ? AND inbox_id = ?", accountID, assistantID, inboxID).Delete(&model.CaptainInbox{}).Error; err != nil {
			return err
		}
		var bot model.AgentBot
		if err := tx.Where("account_id = ? AND captain_assistant_id = ?", accountID, assistantID).First(&bot).Error; err != nil {
			if errors.Is(err, gorm.ErrRecordNotFound) {
				return nil
			}
			return err
		}
		return tx.Where("inbox_id = ? AND agent_bot_id = ?", inboxID, bot.ID).Delete(&model.AgentBotInbox{}).Error
	}); err != nil {
		applogger.L().Errorf("DissociateInbox: %v", err)
		return fmt.Errorf("dissociate inbox: %w", err)
	}
	return nil
}

func ensureCaptainAgentBotBinding(ctx context.Context, db *gorm.DB, assistant *model.CaptainAssistant, inboxID uint) (*model.AgentBot, error) {
	var legacyBots []model.AgentBot
	if err := db.WithContext(ctx).Where("account_id = ? AND bot_type = ? AND captain_assistant_id IS NULL", assistant.AccountID, "captain").Find(&legacyBots).Error; err != nil {
		return nil, err
	}
	for i := range legacyBots {
		if extractAssistantIDFromBotConfig(legacyBots[i].Config) == assistant.ID {
			if err := db.WithContext(ctx).Model(&legacyBots[i]).Where("captain_assistant_id IS NULL").Update("captain_assistant_id", assistant.ID).Error; err != nil {
				return nil, err
			}
			break
		}
	}

	token, err := generateBotAccessToken()
	if err != nil {
		return nil, err
	}
	secret, err := generateBotSecret()
	if err != nil {
		return nil, err
	}
	bot := &model.AgentBot{AccountID: &assistant.AccountID, CaptainAssistantID: &assistant.ID, Name: fmt.Sprintf("Captain Assistant #%d", assistant.ID), Description: assistant.Name, BotType: "captain", AccessToken: token, Secret: secret, Config: json.RawMessage(fmt.Sprintf(`{"assistant_id":%d}`, assistant.ID))}
	if err := db.WithContext(ctx).Clauses(clause.OnConflict{
		Columns:   []clause.Column{{Name: "account_id"}, {Name: "captain_assistant_id"}},
		DoNothing: true,
	}).Create(bot).Error; err != nil {
		return nil, err
	}
	var persisted model.AgentBot
	if err := db.WithContext(ctx).Where("account_id = ? AND captain_assistant_id = ?", assistant.AccountID, assistant.ID).First(&persisted).Error; err != nil {
		return nil, fmt.Errorf("load captain bot: %w", err)
	}
	bot = &persisted
	binding := &model.AgentBotInbox{AgentBotID: bot.ID, InboxID: inboxID, AccountID: &assistant.AccountID, Status: model.AgentBotInboxActive}
	if err := db.WithContext(ctx).Clauses(clause.OnConflict{
		Columns:   []clause.Column{{Name: "agent_bot_id"}, {Name: "inbox_id"}},
		DoUpdates: clause.Assignments(map[string]any{"status": model.AgentBotInboxActive, "account_id": assistant.AccountID}),
	}).Create(binding).Error; err != nil {
		return nil, err
	}
	return bot, nil
}

func (s *CaptainAssistantService) ListInboxes(ctx context.Context, accountID, assistantID uint) ([]model.Inbox, error) {
	if _, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, assistantID); err != nil {
		return nil, fmt.Errorf("assistant not found: %w", err)
	}
	return s.inboxRepo.ListInboxesByAssistant(ctx, accountID, assistantID)
}

func (s *CaptainAssistantService) AvailableTools(ctx context.Context, accountID uint) []map[string]any {
	return []map[string]any{
		{"id": "add_contact_note", "title": "Add Contact Note", "description": "Add a note to a contact profile", "icon": "note-add"},
		{"id": "add_private_note", "title": "Add Private Note", "description": "Add a private note to a conversation (internal only)", "icon": "eye-off"},
		{"id": "update_priority", "title": "Update Priority", "description": "Update conversation priority level", "icon": "exclamation-triangle"},
		{"id": "add_label_to_conversation", "title": "Add Label to Conversation", "description": "Add a label to a conversation", "icon": "tag"},
		{"id": "faq_lookup", "title": "FAQ Lookup", "description": "Search FAQ responses using semantic similarity", "icon": "search"},
		{"id": "resolve_conversation", "title": "Resolve Conversation", "description": "Resolve a conversation when the issue has been addressed", "icon": "checkmark"},
		{"id": "handoff", "title": "Handoff to Human", "description": "Hand off the conversation to a human agent", "icon": "user-switch"},
	}
}

// --- Document Management ---

// AddDocument creates a document linked to the assistant.
func (s *CaptainAssistantService) AddDocument(ctx context.Context, assistantID uint, doc *model.CaptainDocument) error {
	doc.AssistantID = assistantID
	if err := s.documentRepo.Create(ctx, doc); err != nil {
		applogger.L().Errorf("AddDocument: %v", err)
		return fmt.Errorf("add document: %w", err)
	}
	return nil
}

// RemoveDocument removes a document from the assistant.
func (s *CaptainAssistantService) RemoveDocument(ctx context.Context, documentID uint) error {
	if err := s.documentRepo.Delete(ctx, documentID); err != nil {
		applogger.L().Errorf("RemoveDocument: %v", err)
		return fmt.Errorf("remove document: %w", err)
	}
	return nil
}

// --- RAG Response Generation ---

// GenerateResponse calls the LLM provider to generate a response based on RAG context.
// Reference: Chatwoot Captain::Assistant::ResponseGenerator
func (s *CaptainAssistantService) GenerateResponse(ctx context.Context, assistantID uint, query string) (string, error) {
	assistant, err := s.assistantRepo.GetByID(ctx, assistantID)
	if err != nil {
		return "", fmt.Errorf("assistant not found: %w", err)
	}
	if assistant.Status != model.AssistantStatusActive {
		return "", fmt.Errorf("%w: status=%s", ErrCaptainAssistantDisabled, assistant.Status)
	}
	ctx = llm.WithAccountFeature(ctx, assistant.AccountID, "assistant")

	// Build system prompt from assistant config and response guidelines
	cfg, _ := assistant.GetConfig()
	ctx = withAssistantGenerationConfig(ctx, cfg)
	systemPrompt := s.promptBuilder.BuildAssistantPrompt(assistant, cfg)

	// Build messages for LLM
	messages := []llm.ChatMessage{
		{Role: "system", Content: systemPrompt},
		{Role: "user", Content: query},
	}

	req := llm.ChatRequest{
		Model:       cfg.Model,
		Messages:    messages,
		Temperature: cfg.Temperature,
		MaxTokens:   1024,
	}
	if s.llmProvider == nil {
		return "", llm.ErrProviderNotConfigured
	}

	resp, err := s.llmProvider.ChatCompletion(ctx, req)
	if err != nil {
		applogger.L().Errorf("GenerateResponse LLM call: %v", err)
		return "", fmt.Errorf("llm generation failed: %w", err)
	}

	if len(resp.Choices) == 0 {
		return "", fmt.Errorf("no response from LLM")
	}

	return resp.Choices[0].Message.Content, nil
}

// GeneratePlaygroundResponse follows Chatwoot Captain assistant playground behavior.
func (s *CaptainAssistantService) GeneratePlaygroundResponse(ctx context.Context, accountID, assistantID uint, req PlaygroundRequest) (map[string]any, error) {
	ctx = llm.WithAccountFeature(ctx, accountID, "assistant")
	assistant, err := s.assistantRepo.GetByAccountAndID(ctx, accountID, assistantID)
	if err != nil {
		return nil, fmt.Errorf("assistant not found: %w", err)
	}
	if assistant.Status != model.AssistantStatusActive {
		return nil, fmt.Errorf("%w: status=%s", ErrCaptainAssistantDisabled, assistant.Status)
	}

	if s.captainV2Enabled(ctx, accountID) {
		history := playgroundMessageHistory(req.MessageHistory, req.MessageContent)
		content, err := s.generatePlaygroundLLMResponse(ctx, assistant, history)
		if err != nil {
			return nil, err
		}
		return map[string]any{"response": content}, nil
	}

	history := append([]PlaygroundMessage{}, req.MessageHistory...)
	content, err := s.generatePlaygroundLLMResponse(ctx, assistant, appendAdditionalPlaygroundMessage(history, req.MessageContent))
	if err != nil {
		return nil, err
	}
	return map[string]any{"content": content}, nil
}

func captainPlaygroundV2ErrorResponse(err error) map[string]any {
	return map[string]any{
		"response":            "conversation_handoff",
		"reasoning":           fmt.Sprintf("Error occurred: %v", err),
		"handoff_tool_called": false,
	}
}

func (s *CaptainAssistantService) generatePlaygroundLLMResponse(ctx context.Context, assistant *model.CaptainAssistant, history []PlaygroundMessage) (string, error) {
	if s.llmProvider == nil {
		return "", llm.ErrProviderNotConfigured
	}

	cfg, _ := assistant.GetConfig()
	ctx = withAssistantGenerationConfig(ctx, cfg)

	// RAG: embed the latest user message and search approved FAQ responses.
	// This mirrors Chatwoot's Captain playground which injects knowledge base context.
	systemPrompt := s.promptBuilder.BuildAssistantPrompt(assistant, cfg)
	ragContext, err := s.retrieveFAQContext(ctx, assistant.ID, history, cfg.FeatureCitation)
	if err != nil {
		return "", err
	}
	if ragContext != "" {
		systemPrompt += "\n\n" + ragContext
		systemPrompt += "\n\nUse the above FAQ entries as reference when answering. If the FAQ entries are not relevant, rely on your general knowledge."
		if cfg.FeatureCitation {
			systemPrompt += " Cite each used sourced FAQ as [[n](URL)] with its exact Source URL; never invent a URL."
		}
	}

	messages := []llm.ChatMessage{{Role: "system", Content: systemPrompt}}
	for _, message := range history {
		if message.Role == "" || message.Content == "" {
			continue
		}
		messages = append(messages, llm.ChatMessage{Role: message.Role, Content: message.Content})
	}

	if s.toolExecSvc != nil {
		content, skillsBound, err := s.toolExecSvc.RunAssistantToolCallLoop(ctx, CaptainToolScope{
			AccountID: assistant.AccountID, AssistantID: assistant.ID,
		}, messages, cfg.Model, cfg.Temperature, 1024, 5, true)
		if err != nil {
			if skillsBound {
				return "", fmt.Errorf("captain skill runtime unavailable: %w", err)
			}
			return "", fmt.Errorf("llm generation failed: %w", err)
		}
		if strings.TrimSpace(content) == "" {
			return "", fmt.Errorf("no response from LLM")
		}
		return content, nil
	}

	resp, err := s.llmProvider.ChatCompletion(ctx, llm.ChatRequest{
		Model:       cfg.Model,
		Messages:    messages,
		Temperature: cfg.Temperature,
		MaxTokens:   1024,
	})
	if err != nil {
		applogger.L().Errorf("GeneratePlaygroundResponse LLM call: %v", err)
		return "", fmt.Errorf("llm generation failed: %w", err)
	}
	if len(resp.Choices) == 0 {
		return "", fmt.Errorf("no response from LLM")
	}
	return resp.Choices[0].Message.Content, nil
}

// retrieveFAQContext generates an embedding for the latest user message,
// searches approved FAQ responses via pgvector, and returns formatted context.
// Returns empty string when there is no user query or no matching approved knowledge.
// feature_faq controls FAQ generation from resolved conversations upstream; it
// does not disable retrieval of already-approved knowledge.
func (s *CaptainAssistantService) retrieveFAQContext(ctx context.Context, assistantID uint, history []PlaygroundMessage, requireSource bool) (string, error) {
	// Extract the latest user message
	userMsg := ""
	for i := len(history) - 1; i >= 0; i-- {
		if history[i].Role == "user" {
			userMsg = history[i].Content
			break
		}
	}
	if userMsg == "" {
		return "", nil
	}
	// Generate embedding for the question
	embedResp, err := s.llmProvider.CreateEmbedding(ctx, llm.EmbeddingRequest{
		Input: []string{userMsg},
	})
	if err != nil {
		return "", fmt.Errorf("%w: generate FAQ query embedding: %w", ErrCaptainKnowledgeRetrieval, err)
	}
	if embedResp == nil || len(embedResp.Data) == 0 || len(embedResp.Data[0].Embedding) == 0 {
		return "", fmt.Errorf("%w: provider returned an empty FAQ query embedding", ErrCaptainKnowledgeRetrieval)
	}

	float32Emb := make([]float32, len(embedResp.Data[0].Embedding))
	for i, v := range embedResp.Data[0].Embedding {
		float32Emb[i] = float32(v)
	}
	pgvectorEmb := pgvector.NewVector(float32Emb)

	// Search approved FAQ responses by embedding similarity
	if s.responseRepo == nil {
		return "", ErrCaptainKnowledgeRetrieval
	}
	results, err := s.responseRepo.SearchByEmbedding(ctx, assistantID, pgvectorEmb, 5)
	if err != nil {
		return "", fmt.Errorf("%w: %v", ErrCaptainKnowledgeRetrieval, err)
	}
	if len(results) == 0 {
		return "", nil
	}

	var contextParts []string
	for _, r := range results {
		if requireSource && !validCitationSource(r.SourceURL) {
			continue
		}
		entry := fmt.Sprintf("[FAQ %d]\nQ: %s\nA: %s", len(contextParts)+1, r.Question, r.Answer)
		if r.SourceURL != "" {
			entry += "\nSource: " + r.SourceURL
		}
		contextParts = append(contextParts, entry)
	}
	if len(contextParts) == 0 {
		return "", nil
	}
	return "Knowledge Base Context:\n" + strings.Join(contextParts, "\n\n"), nil
}

func validCitationSource(raw string) bool {
	u, err := url.ParseRequestURI(strings.TrimSpace(raw))
	return err == nil && (u.Scheme == "http" || u.Scheme == "https") && u.Host != ""
}

func withAssistantGenerationConfig(ctx context.Context, cfg *model.AssistantConfig) context.Context {
	if cfg == nil || !cfg.TemperatureConfigured {
		return ctx
	}
	return llm.WithTemperatureOverride(ctx, cfg.Temperature)
}

func (s *CaptainAssistantService) captainV2Enabled(ctx context.Context, accountID uint) bool {
	flags, err := s.assistantRepo.GetAccountFeatureFlags(ctx, accountID)
	if err != nil {
		return false
	}
	return featureFlagStringEnabled(flags, "captain_integration_v2")
}

func featureFlagStringEnabled(raw, flag string) bool {
	raw = strings.TrimSpace(raw)
	if raw == "" {
		return false
	}
	var objectFlags map[string]bool
	if err := json.Unmarshal([]byte(raw), &objectFlags); err == nil {
		return objectFlags[flag]
	}
	var arrayFlags []string
	if err := json.Unmarshal([]byte(raw), &arrayFlags); err == nil {
		for _, item := range arrayFlags {
			if item == flag {
				return true
			}
		}
		return false
	}
	for _, item := range strings.Split(raw, ",") {
		if strings.TrimSpace(item) == flag {
			return true
		}
	}
	return false
}

func playgroundMessageHistory(history []PlaygroundMessage, current string) []PlaygroundMessage {
	result := append([]PlaygroundMessage{}, history...)
	if strings.TrimSpace(current) == "" {
		return result
	}
	currentMessage := PlaygroundMessage{Role: "user", Content: current}
	if len(result) > 0 {
		last := result[len(result)-1]
		if last.Role == currentMessage.Role && last.Content == currentMessage.Content && last.AgentName == "" {
			return result
		}
	}
	return append(result, currentMessage)
}

func appendAdditionalPlaygroundMessage(history []PlaygroundMessage, current string) []PlaygroundMessage {
	if strings.TrimSpace(current) == "" {
		return history
	}
	return append(history, PlaygroundMessage{Role: "user", Content: current})
}